Arlo Pro 5S - (missing events, taking snapshots). Pro 4 in same location works fine.

[chicane]

I've had ongoing headaches with my Pro 5S cameras not detecting events or taking snapshots instead.

Today I did a side by side test with a Pro 4 camera in the same location. Both devices are on 2.4GHz and connected to an outdoor Ubiquiti AP (great signal strength for both). I did try the device on 5GHz and found it to be similarly flaky so reverted to a hopefully more stable 2.4GHz connection. Unfortunately not.

Since I have done this side by side test, the Pro 4 is detecting every event (and recording a video). 

The pro 5 recorded video once, completely missed one event and recorded a snapshot instead for the third event. With the video was choppy and audio partially missing at the start, while the Pro4 was smooth and had audio for the full clip.

Both devices are active under my subscription, set identical under the routine (to record video), and smart notifications set the same.

I've had this replaced with a new sealed unit by support for the second time with the same outcome.

Are these devices inherently faulty? anyone else experiencing similar?

[BrookeN]

The firmware has started rolling out. It should be completed within the next week. As soon as that is fully rolled out the behavior you are seeing will be resolved. 

[BrookeN]

I have this escalated to the engineering team. I will update the community as soon as possible. 

[a102768]

Port forwarding works fine on my Apple. It is clunky though as you don't get a still image of the video and have to wait for to download before you can watch it.

[roundball]

Appreciate the replies all...

I think a lot of my reaction to the sudden unexpected subscription rate increases was that arlo would even think of doing such a thing given their poor product quality / poor product support.

I do like having the remote visibility while away from the house, provided by the subscription, for a variety of reasons.
( Not to personally take on someone breaking into the house )

And I have to be honest, I'm tired of all the time & disappointment in this never-ending-part-time-job of trying to get an expensive security system working the way it's supposed to while the vendor won't...and just don't want to now also have to start learning / dealing with implementing a VPN or Port-Forwarding stuff to do that without the subscription.

I have to decide by month-end.....wish there was a way to temporarily disable the subscription and run local for a week or so.

[roundball]

@BrookeN   5 Gold Stars for you BrookeN !!

Firmware # 1.050.33.10_106_3a163f7 installed on my 5s cams last night.

Will keep my fingers crossed and see how they do.

[roundball]

@BrookeN @chicane @a102768 @Edinburgh_lad1 @StephenB

FYI...in exploring Arlo subscription renewal billing, I discovered the following sent to my PayPal for processing.

The Arlo REDEEM feature Email said it would be $148...but it billed at $215.

And worse, approving the bill would apparently pre-commit to a following year bill of almost $400.

Am waiting for the 'Billing Team' to start their day in California to get clarifications in writing (Email).

( Took a screenshot of it but can't seem to get it to upload )

[BrookeN]

@roundball let me know if you are unable to get a hold of support and I will reach out to them and have them contact you as soon as possible. 

[roundball]

@BrookeN 

let me know if you are unable to get a hold of support and I will reach out to them and have them contact you as soon as possible.

......................................................................................................

If you could have them contact me via Email, that would be great !

Thanks

In spite of what I was told in this mornings 'Support Chat', I can't find out how to contact "The Billing Team" from the Arlo App.

Thanks
,

[BrookeN]

@roundball I reached out to them and let them know what you were seeing. Support will be reaching out to you as soon as possible. I let them know also that you prefer to be emailed. 

[roundball]

@BrookeN 

"...I reached out to them and let them know what you were seeing. Support will be reaching out to you as soon as possible. I let them know also that you prefer to be emailed..."

.........................................................................

Thank you very much BrookeN...and I have received an Email from them...responded...waiting to hear back.

You should be put in charge of Arlo Support !!

[chicane]

@roundball glad to hear your billing issues look to be getting resolved. However, after wading through 3 pages of other topics, bringing this thread back in focus to the subject of this post - Pro 5S and missing events. 

@BrookeN please reply to my post (post 663) if you can? 

@roundball any feedback re: firmware (post 703)? 

[roundball]

@chicane 

We’ve had a couple of unusually cold days of snow/sleet/freezing rain and everything has been quiet…none of the various wildlife moving around…didn’t happen to have any deliveries.

The only motion that occurred / was captured was some snow sliding off the cars in the driveway as the temp got above freezing yesterday.

[roundball]

@chicane @BrookeN 

Well dang !!

5 Deer showed up in the back yard looking for food after the couple days of everything being frozen.

Triggered the backyard 5s as usual, giving me 2 audible notifications.

BUT:

Neither gave a notification with the thumbnail pic !!

Neither event recorded in the feed !!

This with latest production firmware just installed a couple days ago.

(  Latest Production Firmware # 1.050.33.10_106_3a163f7  )

But Arlo is OK forcing new much higher subscription rates on us !!

[chicane]

@roundball It beggars belief.

@BrookeN can we please organise a meeting to discuss this matter?

A class action may be necessary..

[roundball]

@chicane @BrookeN 

FWIW, speaking only for myself, I have no interest in what I assume would be spending ongoing time in a class action suit.

IMO, we’ve seen arlo’s degree of interest in making timely corrections to their failed products, and would expect nothing different in any sort of class action attempt…it would simply waste even more of my time…but that’s just me.

[chicane]

@roundball I understand the fatigue.

@BrookeN please organise that meeting when you can. 

[BrookeN]

@roundball can you please just double check that it was set up to record the motion, I am sure it is but it doesn't hurt to check. Did it do a snapshot instead of the recording? I do have to say real quick that it is super cool that you get to see deer in your backyard. 

@chicane Let me reach out to the development team and see what I can do. 

[roundball]

@BrookeN 

Yes, set up properly, records things most every day…just odd the way a set of notifications occurred.

Photo I snapped from one of the recordings:

 

[roundball]

@BrookeN 

Noticed the Secure App was also just updated 5 hours ago.

Any idea specifically what the new version is supposed to correct ?

[BrookeN]

The Pro 5 rollout of the new software is still rolling out. I do not think it would change anything on yours as the Pro 5 on your account are already set to production software. 

[chicane]

@roundball the issues we see are not app related, so nothing relevant to the issues we are observing.

Could you please confirm you have your Pro 5S cameras added to the relevant routine to record / send notification? 

Also, under your account, settings, smart detection, and the video object detection enabled for each? 

Also I've noticed the Video Doorbell 2K (model prefix AVD4001) to exhibit similar behaviour to the Pro 5S issue. My previous model (model prefix AVD2001B) did not have such issues (internals more like a Pro 4).

Missing events and recordings cutting off prematurely. Wifi signal is rock solid (Unifi). I am working through this with support, I will follow up regarding this later. 

[roundball]

@chicane 
All set up the same except for the ‘object detection’ called PACKAGE.

That’s turned on for Front Porch cam…turned off on all the other cams.

[chicane]

@roundball thanks for confirming and ruling that out. 

I have concerns that support have focused only on the snapshot instead of video issue and the other issues have not been addressed at all.

-Missing events/detection failures

-Slow/juddery frame rate at start of video capture

I recall a conversation from Jefferey who said they were only fixing the one defect. 

@BrookeN can you confirm or deny this? if the former, what is the plan of approach for resolution? 

[chicane]

@BrookeN any chance of a reply from you (or one of your colleagues) on this specific question? 

[BrookeN]

@chicane I am waiting on some updates from the development team. As soon as I get receive that information, I will reach out to you.

[GW1a]

Bravo @chicane for your perseverance, but I have lost all patience now, still no noticeable improvement with the 5s performance and the price rise is the final nail in the coffin. Will be returning my camera and moving over to Eufy ASAP.

[biggy82]

Man, I really wish I'd have stumbled onto this forum before deciding to buy. Now I'm 4x Pro 5Ss, 2x Pro 3s floodlights and 1x doorbell deep 🤣

Firmware has been ok so far with the other cameras, however I am still not registering movement on the camera in question when approx. 3.5m away walking perpendicularly to the FOV. Slow or fast movement doesn't matter; it still misses it. But it will pick up a car passing 5m away running 45 degrees from perpendicular FOV (partially heading to or away from the camera) and tell me its an animal 🤔